Selected by management as the technical lead to deal with the most complex and technically challenging customer issues because of proven ability to diagnose and resolve issues with all of the components of complex supply chain management applications in high demand environments.Currently supporting cloud-based Route Accounting systems for wholesalers throughout the US, Canada and Guam. Support includes server maintenance, host application support including EDI Exports, Reporting and Setups. Support for the tablet application for companies with over 1,000 routes. Setup and configuration of EDI document processing, reporting and balancing reporting.Provide coaching to motivate more junior analysts on best practices to resolve issues, manage queues and monitor important cases. Provide outstanding support for LINUX cloud based Route Accounting Software (RAS) for Direct Store Distribution end users. Proven ability to install code changes using UNIX/LINUX command prompt and RAS updates to Linux/AIX server based environments.Contribute to the development and implementation of standards, processes, and procedures to deliver high quality and consistent support.Recommended methodologies that continuously improve first call resolution which fosters strong customer perception and client relationships.Provide leadership in maintaining service level standards that contributed to the effectiveness of the support team.Provide expert troubleshooting for AIX and LINUX/UNIX environments including printer issues, user setup, and permissions. Manage the escalation process to the development team for bugs and new feature requests.“Tiger team” analyst providing installation support for onsite analysts during Go-Lives and after hours on call requests for RAS software.Versatile SME with the ability to apply advanced root cause analysis skills to resolve a wide range of issues.

Process >50 requests per day via telephone, correspondence or email requests with a 70% first call resolution rate while providing the highest quality solutions to difficult technical issues for Global clients.Maintained 100% SLA performance on escalated cases. Provided training to new hires on strategies to building client rapport and confidence in the company service.

Provided escalation level post-sales End User customer support for Microsoft Windows 95, Windows 98, Windows ME, Windows NT Workstation 3.51, Windows CE and Internet Explorer customers.Met Quarterly with Charlotte Site Manager and Desktop Director Manager to review unit performance.Assisted peer engineers with research and replication of customer issues maintaining highest quality of solutions for complex and diverse issues with a high degree of customer satisfaction.Provide primary response technical support to customers using Microsoft Access versions 1.0, 1.1, and 2.0, and the Developers Toolkit.Coached new engineers on call methodology and demonstrated techniques for improving customer satisfaction.Consistently met productivity goals and graded “Very Satisfied” by customers in all post-support surveys.